- Assist in the formulation of targets for individuals and teams
- Answer questions from staff and provide guidance and feedback
- Anticipate escalation and take over calls when needed
- Devise ways to optimize procedures and keep staff motivated
- Measure performance with key metrics such as call abandonment, calls waiting etc.
- Ensure adherence to policies for attendance, established procedures etc.
- Keep management informed on issues and problems
- Prepare monthly/annual results and performance reports
Proven experience as call center supervisor Experience in customer service is essentialFluent EnglishWorking knowledge of MS OfficeKnowledge of performance evaluation proceduresOutstanding communication and negotiation abilitiesExcellent organizational and leadership skillsMedicine Graduates only